Where’s the business case for device management?

Annie Turner writes: "[I'm] sitting next to Gareth Maclachlan, VP products and services, AdaptiveMobile... we’ve been talking about device management, which a number of companies such as mformation, InnerPath [sic] and Key2Cell are involved in. This means when a consumer phones the operator’s helpdesk because they can’t download something or can’t find what they’ve downloaded, the helpdesk can interrogate the device and find out what versions of software and apps are on it. My flying companion questions the business case – after all, in most cases it will be way too complex for the customer service people (not because they are stupid, but because there are just too many possibilities) so the advice is most likely to be to return to factory settings!"